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© Mahindra Satyam 2010 1
What are we talking about???
SUPPORT
© Mahindra Satyam 2011
Support Challenges in OTM Implemented Projects
S N Murthy Vabilisetty Ashok Revuri
© Mahindra Satyam 2010 3
Agenda
Support Project Management- Challenges Expectation management Demarcation SLA Management Support Resources Documentation & Train the Trainers
Educate – Empower the user
Support Tools
OTM Support Challenges Matrix Handling Config. Queries Handling UI Queries Handling Integration Queries Handling Performance Queries Handling General Queries
Best Practices
Q&A
© Mahindra Satyam 2010 4
Few References
# Case Study Salient Features
1 OTM Implementation
across geographies on
Single Instance for a USD
20 Bn LSP
• One instance that covers overland services across different lines of Business (First and Last Mile of
Air / Ocean, Contract Logistics, Trans-border and Domestic) in US, Mexico and Canada
• Implementation for Lead Logistics customers in Europe
• Extreme Automation in operations and financials
2 Inbound Transportation
Implementation, Migration
and Support for Euro 43
Bn Retailer in UK
• Experience of OTM services at a large retail business in inbound transportation – domestic,
International
• End-to-End OTM services with engagement duration of 4+ years
• Migration from v4.5 to v5.5, including a data center movement
• 24 x 7 OTM Level 2 support
3 Transportation Blueprint,
OTM Implementation and
Roll Out for a USD 17 Bn
Manufacturing
Organization in US
• Consulting, Creating Transportation Process Blueprint
• Conducted Due Diligence, Defining To Be process and system architecture, across all modes, across
facilities around the globe
• OTM based solution architecture to build a global logistics management platform with a separate
parcel solution and compliance solution
• Fusion Middleware as integration platform between Oracle to Oracle apps & web Methods as integration
platform between OTM and non-Oracle apps
4 Transportation
Transformation Initiative at
USD 4 Bn US Carrier
• Satyam is partnering in this large OTM driven transformation initiative
• Implementation of Fleet Management and OTM for Brokerage business
• Satyam contributions in building extensions for unique processes around OTM
• Fusion Middleware based integrations with OTM
5 OTM Migration and
integration – World’s
largest non-alcoholic
Beverage company
• Migration from 4.0 to 5.0 to take advantage of new modules / features including Database porting
• Integration with SAP Financials & Order Management
• Production Support
6 Global OTM Blue Print and
Roll Out –
Manufacturing company
with approx $1 Billion
logistics spend
• Due Diligence, Build the Logistics Management Platform covering Transportation , Develop
Enterprise Integrated platform
• Deploy Onsite Offshore teams for Global Blue Print creation, implementation & integration
• Implementations across US, EUR and China/India.
• Satyam approach enabled clarity on To Be processes, architecture and overall program and project
phases with detailed plans – enabled faster decision making and on-boarding from business
• Business Value add encouraged multiple P&L’s to pro-actively engage with LCoE shared service
© Mahindra Satyam 2010 5
Challenges How to avoid them?
• This bulk plan is failing all the time. Can you run this plan for me?”
• Hey…I am a super user, can you bounce the server?
• Can you change the carrier contact details for me ?
• Is this still Bug?
At a High level… .
• Support role definition
• Clarity in communication to user community & multiple teams
• Single window of grievances, but not a single
window of resolutions
• synergy in multiple OTM support teams
Support Project Management - Expectation management
• Have clear definition roles, activities clearly defined
• Proper hand over among multiple OTM support teams (DB, integrations, ERP etc.)
• proper communication systems is laid out
1st Level
support
2nd Level
support
3rd Level
support
Defi
ne
Communicate
Geography/
Business
Geography/
Business
Geography/Business
© Mahindra Satyam 2010 6
Support Project Management - Demarcation
Challenges
• I am a planner, I want to award the spot bid to a carrier ?
• Can I have my own algorithm for loading sequence in Trucks?
• There is a flag at Order release “pickup appointment”? Can I use it?
At a High level… .
• Support request Vs Development request
• Support request Vs Product enhancement
• Demarcation of different OTM support teams-
Integration, DB team, Functional teams,
regional teams etc
How to address them effectively?
• Have team, that controls the changes specifically in OTM
• Educate the super users on current configurations
• Proper templates for „Development requests & Enhancements‟- should justify the business needs
Change Management Process
Incident ManagementProblem ManagementCapacity ManagementConfiguration ManagementService Level ManagementAvailability Management
Customer
Recording
Acceptance
Classification
Planning
Co ordination
Evaluation
Problem Closure
RFC
Change Management Process
Incident ManagementProblem ManagementCapacity ManagementConfiguration ManagementService Level ManagementAvailability Management
Customer
Recording
Acceptance
Classification
Planning
Co ordination
Evaluation
Problem Closure
RFC
© Mahindra Satyam 2010 7
Support Project Management - SLA Management
Challenges
• What is the status of my ticket?
• Shipment is critical now, can I upgrade the severity?
• When can we get new configuration in LIVE environment?
At a High level… .
• categorization of issues and timelines
• lead time from raising of issue to resolution is justifiable with severity?
• steps & stages of Issue resolution and
transparency to requestor
How to avoid them?
• Utilization of Tools like HP Service Desk, JIRA
• Proper report mechanism : Daily, weekly, monthly OTM issues
• Clear categorization issues & timelines
• Severity definitions, acknowledgement notifications, follow up , resolution objectives & Escalation
Sev Definition
Sev 1 Critical Loss:Data,Security,CauseOutage/Impact Availability
Sev 2 Severe:Key functionality not working .;No Workaround
Sev 3 Major:Key functionality not working;Workaround in place
Sev 4 Minor:Small/Negligible impact; Easy to recover from
Sev 5 No effect: Cosmetic, misspelling
© Mahindra Satyam 2010 8
Incident
Reported
Acknowledge
And/or Log
Incident
In CRM
Internal
Investigation
Update
Incident
Incident
Resolved?
Incident
Reported
Yes
No
Incident
Escalation
Sub-process
(1)
Change
Request?
No
Yes
Change
Request
Process
Update
Incident
Notification
&
Communication
Incident
Closed
Monitoring
System
Customer
Help Desk
(L1)
Support
Team
(L2)
Support
Escalation
Change
Management
Team
Notification
&
Communication
Notification
&
Communication
Issue Resolution Flow..
Requestor/Caller
© Mahindra Satyam 2010 9
Support Project Management - SLA Management (cond..)
• Status of SR, New development requests
• Keep track of product bugs and fixes regularly, propose a workaround to business (mutually agreeable)
• Keep track of product enhancements and update the business accordingly
Snapshot…of Defects
© Mahindra Satyam 2010 10
Support Project Management - Support Resources
Challenges
• Technical support resource – understanding of end user issues
• Resource utilization – across geographies/multiple time zones
• Resources‟ understanding on current config
How to address them?
• Have a good combination of Functional & Technical based on the scope of work.
• Maintain knowledge matrix of support resources
• New support resources- onboarding exercise
© Mahindra Satyam 2010 11
Support Project Management - Documentation & Training the Users
Challenges
• Too much of documentation (Design, Configuration, scenario mapping)
• Basic support issues due to „users not much knowledgeable on OTM‟
• Non availability of „FAQs‟ and answers
How to address them?
• A good Documentation reduces the ticket count if any recurring issues get documented and in turn reduces the effort of the support resources
• Application behavior documented in “How to..” would be a great help to the business organization and would also help the resource expertise of the support function personnel,
• Train the trainers : Well trained end users(planners, order, rate loader) can bring down the basic OTM tickets
Flash boards- across
the Floor
© Mahindra Satyam 2010 12
Support Project Management - Documentation & Training the Super Users
• Recurrent data updates : contact, rate records expiry, deactivating a record. Like How
to update a contact?
• Recurrent business process documents: Bulk plan failures FAQ document? How to
work on shipment Tenders?
• Identify recurrent issues & Record solutions : Record the solutions/Troubleshooting
exercises (Video) and play it to specific group of users
• On-Floor Flashers – New changes/Configuration : Posters across the floor to display
what is changed recently and How does it impact the users?
• External Parties (Suppliers/Carriers/Dispatchers) : structured on- boarding materials,
which should include URLs, User access, How to work on OTM etc
What are good support documents?
© Mahindra Satyam 2010 13
EDUCATE – EMPOWER – OTM USERS
Empowering End Users Educating the End users
• Conduct boot-camps on regular business scenarios
• Gather more field inputs from end users and include them in FAQ documents
• Arrange the IL training sessions on need basis
• Demonstrate Do/Don‟t to New OTM Users
• Train the users are Data templates (Rate loads, Locations, Contacts, regions, Lanes) and basic sanity tests etc
• Empower the users. Don‟t allow user restriction to impact the business needs. For Example: adding a carrier in Order release constraints to planner role
• Empower the users in a way that they can work on data templates and load them directly
• Empower the user – read the OTM diagnostics options and proceed with basic troubleshooting
• Empower the users to make the FAQ documents of their process (Planning, Dispatching, Order processing etc)
© Mahindra Satyam 2010 14
Support Tools
• Rate Templates : use mode based rate templates, where formulas are already
written
XML Builder
RATE TEMPLATES – Prebuilt formulas
1
2
How do you want to see transmission data?
© Mahindra Satyam 2010 15
Support Tools
• Utilizing the xml templates (item, Order release line, Order release ship units etc.)
• simulating the scenarios in Non-prod instances
• Helps in performance testing & integration testing
CSV Util
• Use CSVUtil to import/export multiple CSVs at a time
• Use to quickly migrate data between instances
• Helps in taking periodic backups of critical tables
How does it work : (4 steps) • Create control file, Place control file into a
compressed folder (zip), Upload via Integration Manager, Save output file
Control file tells OTM what to export or import Example : command xcsv -tableName RATE_OFFERING -
dataFileName F_RATE_OFFERING.csv -whereClause "domain_name = „XYZ‟“
3
4
© Mahindra Satyam 2010 16
Support Tools
Available OTM support platforms
1. OTMFAQ
2. OTN discussion Forums
3. OTM support Communities
Automated testing tools (with Open Source code)
1. SOAP UI
2. Selenium
3. TestNG
OTM Monitoring tools
1. EMAN
2. Robotics
3. WireShark
© Mahindra Satyam 2010 17
• Bulk Plans are failing
• My Orders are not interfaced to OTM yet
• Null point exception- when you click on particular button
• Orders are seen after long time (after EBS concurrent Program)
• System is not displaying the correct time zone
• I want to change the VAT tax rate in OTM
• OTM UI Displaying Strange Fonts
• Application is brought back after hardware failure, transmission are not reprocessed
• Remote exception when processing the function-secured resources by planner
• OTM is not calculating the distances?
• Fuel charges are not applied on shipment cost for this week
• can I collect the Actual SQL performed during ad hoc query in FTI?
• is there any OTM start-up script to search multiple RAC servers?
• can I auto refresh the ROD database in FTI?
• There is a mistake, I want to delete the voucher
• Increase the Count of Records in Finder Results Screen
CONFIGURATION QUERIES
OTM UI QUERIES
INTEGRATION QUERIES
TECHNICAL/GENERAL QUERIES
OTM support issues Matrix
© Mahindra Satyam 2010 18
Handling Config. Queries
How do I notify the user before the rate is getting expired?
Bulk failure reasons? – best tool available is Bulk plan diagnostics
© Mahindra Satyam 2010 19
Handling Config. Queries
• How can one make the Rates and Shipment Costs Display in the Currency
that is used on the Rate Offering/Rate Record
Change the Manager layout
with current Rate offering /
Rate record
• How can the Oracle logo be completely removed from the email Tender in
Outlook?
Add the following property to the BOTTOM of the custom section of the glog.properties
file on both the app and web server. (It must be at the bottom of the properties file or it
will get added back in when loading the default properties)
!remove glog.mail.logo.filename
Restart OTM
Retest the Issue
© Mahindra Satyam 2010 20
Handling OTM UI Queries
Above identified servlet will be assigned to user
role with Granted -
Unchecked
How do I control the user - NOT creating or editing any master data (from any screen)?
© Mahindra Satyam 2010 21
Handling Integration Queries
Can I set OTM to send an email when inbound integration fails
1. Set the properties in glog.properties on each server to include the following: glog.integration.servlet.TransmissionStageError.senderrorEmail = true
glog.integration.servlet.TransmissionStageError.erroremailFrom = [email protected]
glog.integration.servlet.TransmissionStageError.erroremailSubject =Transmission XML Stage Error
glog.integration.servlet.TransmissionStageError.errorEmailTo = customer_email_id
glog.integration.servlet.TransmissionStageError.includeTransmissionText = true
2. Restart server and try to upload an xml that fails to load through Integration web service
© Mahindra Satyam 2010 22
Handling Integration Queries
OTM masters are interfaced from upstream systems. How do I address the sequential interface errors? Or Auto processing of multiple transmissions with ERROR status
Reprocess all transmissions with
scheduled Job
© Mahindra Satyam 2010 23
Technical challenges in OTM
I have one OTM/kewill instance presently, I want to add multiple kewill
instances
© Mahindra Satyam 2010 24
Handling Performance Queries
• Do I have to wait long for my bulk plan to finish? Is there any way, I can speed up the bulk plan?
• My transmissions are not processing for long
• My orders/shipments are taking too long to get saved
• Shipments are created , but bulk plans are still RUNNING
• It is time for ERP to push the Orders into OTM, how come all the processes
are slow in OTM?
© Mahindra Satyam 2010 25
Handling Performance Queries
Performance Issue approaches :
Some Indicators :
Web Tier: slow painting of screens, slow response of transactions, Large number users logged into OTM, Internet access in general slow
App Tier : Bulk plans are running, Large volume of integrations are arriving in OTM, web logic memory is slow, App server CPU usage is high, OTM threads related to workflows and integrations are stuck
DB Tier: DB locks, updates to OTM are slow, Retrieval of data to results screen is slow
Large Bulk plans, Bad workflow designs, Bad SQl saved queries used in reports/agents
Unnecessary logs are on (Eg: Rate engine logs)
Performance Issues
• Environment related
• Very Reactive
• Will typically appear
During development phase when OTM environment will share resources and sometimes configured with minimum settings
After Go-Live as number of transaction increases and the OTM usage volumes begin to increase
Mostly focused on areas like Integration and Bulk planning
Performance Issue approaches :
Report Include-
• Who?- is reporting the issue
• What? – is happening (obtain Logs, Screen prints, replicate if possible)
• What else? Is happening (on the OTM servers both OTM and Non-OTM processes?
• When – is it happening. Is it consistent? Time of day, day of week, day month, pattern
© Mahindra Satyam 2010 26
Handling General Queries
• How does one add the day of the week when creating Calendar data in CSV?
• How does one enable a Service Provider to add Equipment Number, Equipment Initial Number on a
Shipment that has already been Accepted (Tender Accepted) by them?
• Why is a Shipment Tender not being sent when there is more than One Logistics Involved party Contact
on a Shipment?
• How does one set up a recurring process to send Shipments created in the system via integration to an
external system with facility to prevent the same shipment being sent more than once?
• How can Bulk Plans Number can be Increased?
• When clicking on the "OTM" icon after opening an object in a new window, this presents the object XML.
Can this XML access be disabled?
• How to change the service provider for multiple shipments in one attempt?
• How Can the Data be Reloaded Into the FTI Database After it Was Already Sent?
© Mahindra Satyam 2010 27
It is a cliché statement…but still worth repeating
“Prevention is better than Cure” Best Practices of OTM Support:
Application (Level)
Itineraries : Keep itineraries as simple as possible Rates : Keep rates configurations too simple (not many rate cost lines, no too many conditional
parameters, no conditional accessorial charges etc.) use rate offering constraints effectively, use rate loading templates
Data Loading : User data loading templates for lanes, regions, transit times etc. Bulk plans – Schedule the bulk plans depending peak loads/dock door appointments/Order
interfaces to OTM, use „bulk plan diagnostics‟ and make super users familiar with BP diagnostics options
Agents: > Let there one single agent- performing different actions in one object > Be careful when raising the event from other agents, better to raise an event as the last action in the agent > Always use proper naming conventions for agents (you don‟t have to open the agent to see what is it doing? (Event driven agent, Process driven agents > Email alerts should used for critical events that require immediate attention or user indicators or statuses > Avoid Listening same event in multiple agents > use saved conditions as much as possible Use access controls & menu managers judiciously – to have role based restrictions Engage tools like (EMAN, Robotics)- to continuously judge application performance and instance
availability Periodic server bounces & including bolt on applications like PCMiler, SMC3, Kewill etc
© Mahindra Satyam 2010 28
Operational Level
Develop a Customer SPOC for each of the Module or critical activity Develop good documentation with regards to criticality of the issues, resolution and faced
scenarios to reduce the turnaround time Understand the customer peak periods of activities (weekly, monthly, daily) and be pro-active with
issues. This also provides good visibility of the issues. Document the same Involve Support teams effectively in project release UAT phase, test scenarios and GoLive cutover
activities Taking critical inputs from support teams on „OTM upgrade strategy‟
Best Practices of OTM Support:
© Mahindra Satyam 2010 29
Q & A
© Mahindra Satyam 2010 30
Thank you
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